Eval report v_f


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Eval report v_f

  1. 1. A System Evaluation of Using an Automated Teller MachineTHE OHIO STATE UNIVERSITY ALLEN J COCHRANIntegrated Systems Engineering 770 OSU Graduate Student, DesignProfessor Phil Smith.131 allenjcochran@gmail.comAutumn 2010 www.allenjcochran.com
  2. 2. A System Evaluationof Using an AutomatedTeller MachineALLEN COCHRANOVERVIEW chosen because they are easily, and regularly performed in tandem Similarly,This system evaluation will address the both tasks are the primary function ofprocess of performing two very common ATMs. Relatively recently have the othertasks facilitated by Fifth Third Bank functions been added.Automated Teller Machines, or ATMs.Every ATM performers identical tasks but USER GROUPutilizing drive up or walk up machines withseveral keypads of buttons, a screen, a These particular processes were chosencash delivery slot, deposit envelope slot, because of their non-specific user groupand ATM card slot. Nowadays they often and the wide range of potential users.include a small plastic bubble containing a Anyone who has a checking or savingsvideo camera. Located in a large number account, or the need to check theirof locations, Fifth Third Bank is the chosen account balance on the go is a potentialbank ATM for this task because of the user for this system. Additionally, with thelarge mid to southern ohio presence they interconnectivity of banks, users needmaintain and simply because the issues not hold accounts with Fifth Third to beATMs present could be addressed easily. considered in this user group. Besides children under the, estimated age ofSpecifically, the system tasks are 1) 13, anyone 14 and older may hold achecking an account balance, and bank account and thus be a potential2) withdrawing cash. The tasks were user. This system is then open to use by System Evaluation of Using An Automated Teller Machine 2
  3. 3. users with a considerably wide range of curve the first several times its used,technological affluence. the system is so frequented that people manage to adapt. Regardless, on theMETHOD & opposite end of the spectrum, the issuesTASKS ANALYZED with the system are disappointing and while the tasks may end up successful,An expert review of this system was users seem to be blind to the fact that atdone. As a main reference point, the ten their roots, ATMs don’t follow conventionsheuristics of Jakob Nielsen were used of most modern systems.to identify issues with the ATM system.The chose this system because of how FUNCTIONAL NEGATIVESspecifically task oriented it is. There isa clearly defined start and end to each In this section, Jakob Neilsen’s tenencounter with the system and, more heuristics are addressed specifically to thespecifically, the encounters always have Automated Teller Machine system.a goal to accomplish. The system isonly ever used on-the-go, and by users Visibility of System Statuswho are generally under the pressure The system does not explain how far usersof time. Because of this, ATMs present are into the overall task. At no point duringan interesting opportunity to critique a either task are users told how much longersystem that users have become relatively it will be. Even when moving from checkingcomplacent with. an account balance into withdrawing cash, the system simply starts over withCRITICAL DEFECTS only a screen asking if users would likeExplicitly, there is no critical defect that another transaction.keeps users from completing either ofthe two tasks. However, users place Match Between System &a tremendous amount of trust in their the Real World:banks and so trust in the technology As mentioned, transaction is a word thatbanks provide. ATMs are common place prompts users to begin the second partin today’s western society. Despite the of this evaluation, withdrawing cash.number of minor defects, users would Transaction, though, is used throughoutcontinue to press buttons until the desired the system to mean several things fromoutcome is reached. “monetary transaction”, to simply “an action.”FUNCTIONAL POSITIVES User Control & Freedom: Because the system controls range over three keypadsAlong with the above critical defect of buttons, and between buttons andconsiderations and despite the challenges, screen, it is not always understood whichthis system works. It is used regularly and is the correct button to push. Whenwhile there may be a annoying learning System Evaluation of Using An Automated Teller Machine 3
  4. 4. buttons are incorrectly triggered, the all together. Not only does is the exterioruser has little or no control over exiting too busy, the various slots, buttons, andor going backwards. panels that make up the ATM face form a patchwork of pieces that are unrelatedConsistency & Standards to any use of the machine or designThe system graphics are a far-cry from aesthetic. The screen interface is datedcurrent standards. The ATMs’ screen and lower resolution than any otherresolution is not only poor but so small that similar machine.graphics and text are often mis-aligned,inconsistent throughout and not always Help Users Recognize, Diagnose, &present when they should be. Addressed Recover From Errorsbelow, instructions were not consistent The system had no error screens. Similarlyor meaningful. there was no choice but to start over when errors were encountered.Error PreventionIn reality, errors did not come up during Help & Documentationthis process. This may be a result that None present. The system could be usedwhen incorrect buttons are pushed, the without documentation.system and task have to be restarted. Summary of FuntionalRecognition Rather than Recall NegativesNeither forward nor backward locations 1. Page titles are misleadingare clear to users. That being said, the 2. Graphics are dated and deceiving andsystem does a semi-decent job of keeping often placed in confusing places noteach screen to minimal choices, but quite related to the text they shouldthis could be directly related to the low be.resolution screen. Similarly, there is no real 3. Haptic choices go back and forth fromcontrast between unrelated which could the screen buttons to the numericalcause regular recognition concerns. pad. Only two of the three keypads are used and of those two, one keypad isFlexibility & Efficiency of Use used 95% of the time.Only one accelerate was present in the 4. The directions don’t afford the easiestsystem that was also noticeable. In effect solutions. Sometimes users arethere were no ways to become more directed to press a screen buttonproficient in performing each task by when hitting enter will do the sameutilizing shortcuts. thing. 5. Pages lack any locational devices andAesthetic & Minimalist Design there is no way to find yourself withinThe design of the system is disappointing the system. System Evaluation of Using An Automated Teller Machine 4
  5. 5. 6. Confusing taxonomy, i.e. “transaction”. function and the single additional slot A users mental model of Transaction could be used to both dispense cash and only pertains to monetary transactions deposit checks. when working with banks. Thus in any other use this is an improper use of With the introduction of a touch screen the term. to the ATM machine, the system could be tested more regularly and upgradedDESIGN via those test. Similarly, forcing users toRECOMMENDATIONS & interact with the screen would allow theGENERAL CONCLUSIONS conventions of the web to play key roles in the composition of screens, locate-abilityIn essence, adding in all those things, as within the system, and consistency weaforementioned, that the system lacks expect between pages and tasks.would be a good place to begin anydesign recommendations. The major While this system may ultimately berecommendations for the system are to useable, it is has significant room fordrastically alter the exterior so that only improvement. The instructions are unclear.a touchscreen, card slot, and one action The graphics relate poorly. There are tooslot are present. Secondary to that, they many button choices for the commonsystem screen could stand for a significant system uses and users are faced with lotsupgrade, resolution increase, and full color. of reading when they are almost always pressed for time. Much could be done toCleaning up the exterior, reducing visual reduce the costs of the systems by wayclutter, and physical choices would of a touch screen interface that could behelp concentrate users attention. The regularly updated after routine user testing.screen would provide an obvious point ofinteraction as we have been conditionedto use touch screens broadly by this pointin time. The card slot has a similar obvious System Evaluation of Using An Automated Teller Machine 5
  6. 6. OUTLINE OF TASKS For this evalauation, note that the user must have a prior need to withdraw money. Otherwise, the first step would be to have a need to withdrawal money. 1. Drive up to ATM. 2. Insert ATM Card. 3. Using the numerical keypad below the screen, enter 4 digit personal identifcation number. 4. Using the button at the top of the button column on the left hand side of the screen, press associated button to indicate enter. DEFECT: Note that, it is not specified but users may also press Enter on the numerical keypad rathan than to push the button indicated on screen. DEFECT: The instructions beneath the page title are not only inaccurate, they are ignored by the user. DEFECT: The yellow graphic of the hand is confusing. It appears to be pushing buttons on the right hand of the screen. 5. Once screen has changed, choose 1 of 4 transactions: 1) $60 Fast Cash From Checking, 2) Withdraw Cash, 3) Purchase Stamps, or 4) Next Selection. 6. To acheive the first objective, users must choose 4) Next Selection by pushing the associated screen button to the left of the screen. DEFECT: there is no indication what choosing Next Selection will take users to or if their need at this point can even be met. Users must have had prior knowledge of the system in order to know that retrieving your Account Balance is even possible. 7. Choose 4) Next Selection by pushing the associated screen button to the left of the screen. System Evaluation of Using An Automated Teller Machine 6
  7. 7. 8. Once screen has changed, choose 1 of 4 transactions: 1) Set Preferences, 2) Account Balance, 3) Deposit, or 4) Next Selection. DEFECT: again there is no indication where choosing 4) Next Selection will lead you but as our objective is met on this screen, it is unessessary to continue on. DEFECT: There are three graphics on screen shown in approximation to the choices. However, there are only three close to the choice options and they are poorly aligned so not only do users tend to neglect them, they can also confuse the process. 9. Choose 2) Account Balance by pushing the associated screen button to the left of the screen. 10. Choose an account to retreive its balance by pushing the associated screen button to the left of the screen. DEFECT: there is no idication of what will happen once you choose an account. 11. Advancing to the next screen, choose either 1) Yes or 2) No to receive a receipt by pushing the associated screen button to the left of the screen. DEFECT: If users should choose 2) No in this instance, it appears as though the task will fail and be unsuccessful when, in actuality, a screen will pop up with the Account Balance. This too is an issue, because there is nothing on this screen indicating that this will happen. 12. Choose 1) Yes to accomplish objective. 13. Advancing to the next screen, choose either 1) Yes or 2) No to indicate if another transaction is desired. DEFECT: Two actions are combined on one screen. This is confusing to users.System Evaluation of Using An Automated Teller Machine 7
  8. 8. 14. Choose 1) Yes to accomplish objective, by pressing the associated screen button to the left of the screen. 15. The process repeats itself. It is repeated below, but note that it is nearly identical to starting back at step 5. 16. Once screen has changed, choose 1 of 4 transactions: 1) $60 Fast Cash From Checking, 2) Withdraw Cash, 3) Purchase Stamps, or 4) Next Selection. 17. Advancing to the next screen, choose 2) Withdraw Cash by pressing the associated screen button to the left of the screen. 18. Advancing to the next screen, choose 1 of 2 Accounts: 1) Checking, 2) Savings. 19. Choose 1) Checking by pressing the associated screen button to the left of the screen. 20. Advancing to the next screen, enter the amount to withdraw in multiples of $20. DEFECT: For the first time since the beginning of the task, users are asked to switch back to the numerical key pad but this is not indicated on screen. Instead, on screen it is indicated how users should complete the task using the same buttons that they have been using for the entire task, the left hand screen buttons. 21. Enter the amount for withdraw. 22. Press Ok using the associated screen button to the left of the screen to indicate that the ammount for withdraw has been entered correctly. DEFECT: the command correction is on the same hierarchial level as OK. Ok completed this portionSystem Evaluation of Using An Automated Teller Machine 8
  9. 9. of the task, while Correction alters the amount for withdraw. Being on two different levels of activity, Correction should be indicated differently so as not to confuse the user. 23. At this point the ATM dispenses cash. 24. User retreives cash. 25. ATM ejects card. 26. User retreives ATM card. 27. ATM returns to Welcome Screen.System Evaluation of Using An Automated Teller Machine 9